Customer Service Manager

Senior Manager – Financial Analysis/Project Management

Senior level executive with broad exposure to all critical components of a credit union’s operation. Skilled developer of business strategies for financial institutions. Adviser to distressed institutions with a proven ability to effect positive financial and operational changes while strengthening client relations. Strong customer service focus and outstanding negotiating skills.

Accomplishments

20+ years of financial risk management and analytical oversight of over 500 credit unions for deposit insurance fund.

Managed loss ratio of insurance fund 30% better than competing federal agency on average.

Developed and assisted with the implementation of numerous successful financial turnaround plans that included budget forecasting, business planning, and policy modification for credit unions ranging in size from $1 million to more than $100 million in assets.

Maintained a strong understanding of core financial relevancies – indirect, participation, and business lending; loan modifications; loss reserving methodologies; ALM; mortgage-backed securities and investment portfolio management; and, merger facilitation.

Developed workout strategies for troubled commercial and mortgage borrowers. Minimized losses from troubled debts by coordinating sales of foreclosed properties, short sale transactions, and deed-in-lieu arrangements.

Strong and effective small group and board-level communication skills, and good team leader.

Hired and oversaw the professional development of dozens of financial analysts and auditors, some of whom are now CEOs or officers of $100+ million financial institutions.

Designed successful computer-assisted financial analysis system for early detection of developing problems.

Two years of investment banking experience specializing in IPOs of mutual thrifts and mergers and acquisitions of community banks.

Seasoned business traveler.

Professional Experience

Vice President – Risk Management – American Share Insurance, Dublin, OH 1998 – January 2012

Identified and tactfully communicated deficiencies to credit union officers and directors in writing and in person, and drafted corrective action plans (exam reports, LUAs, Cease and Desist Orders, etc.) for use by state regulators.

Worked collaboratively onsite with credit union officers and directors, and state regulators, to ensure successful implementation of most financial and operational corrective action plans. Such plans typically included some or all of the following areas:

acquiring or disposing of branches;

reducing operating expenses;

increasing profitability;

improving internal controls;

tightening credit standards;

developing enhanced loan monitoring processes;

modifying reserve calculations; and,

enhancing all related operating policies.

Coordinated merger or other loss mitigating remedy action, if corrective action plans were not successful.

Negotiated terms of mergers and acquisitions, and any related loss sharing agreements, with acquiring credit union CEOs and boards of directors.

Assessed validity of fidelity bond claim filings and coordinated all aspects of such filings for troubled or merged credit unions, marshaling resources from within the company and third-party experts to maximize potential recoveries.

Reported directly to CEO and interacted with board of directors.

Financial Analyst – Keefe, Bruyette& Woods, New York, NY 1997 – 1998

Obtained Series 7 brokerage license and provided onsite assistance to thrifts converting from mutual to stock charter.

Prepared M&A solicitation materials for client banks wishing to be acquired. Initiated contact with possible acquiring banks.

Significant face-to-face customer service focus, helping thrift depositors understand IPO transactions and processing their stock orders.

Previous American Share Insurance Positions:

Vice President – Underwriting and Analysis –1994 – 1996

Underwriting Manager – 1991 – 1993

Financial Analyst – 1988 – 1990

Hired as Field Examiner and quickly assumed roles of increased responsibility and staff oversight.

Served as interim IT manager twice, and assisted in development, testing and refinement of two computer-assisted financial monitoring programs.

Began representing employer at trade association meetings, client board meetings, and with state regulators early in career, developing solid communication skills.

Education

Bachelor of Science in Business Administration – Youngstown State University, Youngstown, OH

Cum Laude graduate.

Regulatory and professional references available upon request.

Contact this candidate